Enabling Self-Service options for date changes, cancellations, and questionnaire updates gives your customers more flexibility and control over their own reservations—while dramatically reducing the workload on your staff. When Self-Service is active for an experience, guests who receive confirmation or reminder emails will see a “Manage this Purchase” button, which guides them to a personalized Self-Service page specifically for their booking.
Here, guests can independently reschedule their trip, cancel the reservation (as permitted by your policies), and provide or update any questionnaire responses required for participation—all without having to call or email your team. This streamlined approach ensures critical guest information is collected well before the activity date and helps you stay fully prepared for each group’s needs.
For experiences that use Xola’s Invoice feature, Self-Service can also empower customers to make secure payments on outstanding balances, further speeding up the process and improving cash flow, while giving your guests a seamless and professional reservation experience from start to finish.
User Access: Administrator or Curator roles have access to set this up Self Service in Xola.
To grant access to users, click here.
What's covered in this article:
- Enable Self-Service
- Self-Service: Date Changes
- Self-Service: Cancellations
- Self-Service: Questionnaire Changes
- Self Service: Allow customers to make payment
Enable Self-Service
- Navigate to Products > Experiences and click Edit on the experience for which you'd like to turn on Self-Service.
- Click on the Self-Service tab on the left-hand menu.
- Tick on the boxes to allow for date changes, cancellations, questionnaire edits, and/or allow customers to make payments. When you select date changes and cancellations you'll be asked to specify how many days prior to the original trip a customer can make this change.
- Click Save.
Now let's take a look at what it looks like for your customer to use the Self-Service feature:
Self-Service: Date Changes
Self-Service: Cancellations
Self-Service: Questionnaire Changes
Self Service: Allow customers to make payment
This toggle allows your customers to pay for their invoices via a link in an email sent to them.
